Service Monitoring Specialist

  • Company: R R Donnelley
  • Location: Bolingbrook, Illinois
  • Posted: December 15, 2016
  • Reference ID: 205695

Acts as liaison between customer, sales, and production facility. Provide logistics customer service and customer relationship management for content owners in a fast pace, high stress environment.  Provide internal and external performance reporting and metrics for both our customers as well as the organization.

Responsibilities

Work is typically performed under general supervision, receiving some guidance from manager/supervisor about the work that needs to be completed. May receive guidance on how to complete some assignments. Able to exercise moderate level of discretion and latitude in completing tasks and prioritizing work. Work is typically completed by following established policies and procedures but may require interpretation to meet unique business needs. Work may be reviewed by senior level staff or by management.

  • Internal and external customer and organizational performance and delivery reporting and metrics
  • High volume data management
  • Shipment and job level exception avoidance measures
  • Maintain internal and external customer relationships (Customer Facing)
  • Pro-active internal and external shipment / delay communication
  • Create and establish processes for customer accounts
  • Internal and External USPS drop ship date setting guidance
  • Establishes and promotes excellent customer relations
  • Performs other related duties and participates in special projects as assigned.

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